Action Request System Accessories

Transcription

1 Action Request System Accessories 2550 Garcia Avenue Mountain View, CA U.S.A. SunSoft Part No: Revision A, January 1996

2 Copyright 1996 Sun Microsystems, Inc., 2550 Garcia Avenue, Mountain View, California U.S.A. All rights reserved. This document and related product are protected by copyright and distributed under licenses restricting their use, copying, distribution, and decompilation. No part of this document or the product may be reproduced in any form by any means without prior written authorization of Sun and its licensors, if any. Portions of this product may be derived from the UNIX system, licensed from Novell, Inc., and from the Berkeley 4.3 BSD system, licensed from the University of California. UNIX is a registered trademark in the United States and other countries and is exclusively licensed by X/Open Company Ltd. Third-party software, including font technology in this product, is protected by copyright and licensed from Sun s suppliers. RESTRICTED RIGHTS: Use, duplication, or disclosure by the U.S. Government is subject to restrictions of FAR (g)(2)(6/87) and FAR (6/87), or DFAR (b)(6/95) and DFAR (a). Sun, Sun Microsystems, the Sun logo, SunSoft, the SunSoft logo, Solstice, Solstice HelpDesk, and Solaris are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and other countries. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. in the United States and other countries. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. The OPEN LOOK and Sun graphical user interfaces were developed by Sun Microsystems, Inc. for its users and licensees. Sun acknowledges the pioneering efforts of Xerox in researching and developing the concept of visual or graphical user interfaces for the computer industry. Sun holds a non-exclusive license from Xerox to the Xerox graphical user interface, which license also covers Sun s licensees who implement OPEN LOOK graphical user interfaces and otherwise comply with Sun s written license agreements. X Window System is a trademark of X Consortium, Inc. THIS PUBLICATION IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO ANY WARRANTY OF NON-INFRINGEMENT, OR THE IMPLIED WARRANTIES OF MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. Please Recycle

3 1991, 1992, 1993, 1994, 1995, 1996 by Remedy Corporation. All rights reserved. This documentation may not be copied in whole or in part without the prior written consent of Remedy Corporation. Printed in the U.S.A. Action Request System and AR System are trademarks of Remedy Corporation. Apple and Macintosh are registered trademarks and MacTCP is a trademark of Apple Computer, Inc. AT&T is a registered trademark of American Telephone and Telegraph Company. CA-OpenINGRES is a trademark of Computer Associates, Inc ChameleonNFS and NETMANAGE are trademarks of NETMANAGE, Inc. HP, HP-UX, and OpenView are trademarks of Hewlett-Packard Company. HyperHelp is a trademark of Bristol Technology Inc. IBM, OS/2, and RISC System/6000 are registered trademarks, and RS/6000, NetView and AIX are trademarks of International Business Machines Corporation. INFORMIX is a registered trademark of Informix Software, Inc. LAN WorkPlace and Novell are registered trademarks of Novell, Inc. Microsoft, MS, MS-DOS, and XL design (the Microsoft Excel logo) are registered trademarks, and Windows and Windows NT are trademarks of Microsoft Corporation. Motif, OSF, and OSF/Motif are trademarks of the Open Software Foundation, Inc. Motorola mc88100 is a registered trademark of Motorola Corporation. ORACLE and SQL*Plus are registered trademarks, and ORACLE7 is a trademark of Oracle Corporation. PC/TCP is a registered trademark of FTP Software, Inc. Reflection and Reflection Network Series are registered trademarks of Walker Richer & Quinn, Inc. Silicon Graphics and IRIS are registered trademarks and IRIX is a trademark of Silicon Graphics, Inc. Sun Microsystems, NFS, and PC-NFS are registered trademarks of Sun Microsystems, Inc. SunOS, Solaris, SunSelect, OpenWindows, and SunNet are trademarks of Sun Microsystems, Inc. SPARCstation is a trademark of SPARC International, Inc., licensed exclusively to Sun Microsystems, Inc. SuperTCP for Windows is a trademark of Frontier Technologies Corporation. SYBASE is a registered trademark of Sybase, Inc. UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Ltd. Verity and TOPIC are registered trademarks of Verity, Inc. All other products mentioned in this document are identified by the trademarks or service marks of their respective companies or organizations. Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c) (1) (ii) of the Rights in Technical Data and Computer Software clause in DFAR or the equivalent clause in FAR , whichever is applicable. Cover design by Carlick Advertising. Part Number: APP-210-DN9-001

4 Contents Part 1 Integration Options with HP OpenView 1. Integration Options with HP OpenView Starting the AR System from HP OpenView Menu Bar Integration An Example Integration with the OpenView Windows Menu System Registering with the HP OpenView Event Stream The AR System/OpenView Daemon (arovd) The AR System/OpenView Registration Tool (arovui).. 7 Part 2 Integration Options with IBM NetView/ Integration Options with IBM NetView/ Starting the AR System from IBM NetView/ Menu Bar Integration An Example Integration with the NetView Windows Menu System Registering with the IBM NetView/6000 Event Stream iv

5 The AR System/NetView Daemon (arnvd) The AR System/NetView Registration Tool (arnvui) Part 3 Integration Options with SunNet Manager 3. Integration Options with SunNet Manager Starting the AR System from SunNet Manager Using User Commands SNM User Command Definition Tool (addsnm) Registering with the SunNet Manager Event Stream The AR System/SNM daemon (arsnmd) The AR System/SNM Registration Tool (arsnmui) v Action Request System Accessories January 1996

6 Preface The Action Request System Accessories manual provides a collection place for documentation that describes special integrations with the Action Request System. As shipped, the book includes modules documenting integration options for three popular network management platforms: HP OpenView, IBM NetView/6000, and SunNet Manager. Audience Each module that becomes a part of the Action Request System Accessories manual will provide documentation for users of the Action Request System who also want to understand the features and functions of the accessory or application being described. The network management integration modules shipped with this manual are intended for anyone who wants to integrate the AR System or its Help Desk Templates software with one of several network management products available from other vendors. You need to be familiar with the AR System tools, as well as the network management software with which you are integrating the AR System. For information on the AR System or Help Desk Templates, refer to the publications listed in the AR System Documents section on the following page. For information about a specific network management product, refer to the vendor s documentation. vi

7 Network Management Integration Options AR System Documents The network management platform integration modules are organized alphabetically by the network management product. The following modules are included in this manual. Integration Options with HP OpenView describes how to start the AR System from HP OpenView and how to register the AR System with the HP OpenView event stream. Integration Options with IBM NetView/6000 describes how to start the AR System from IBM NetView and how to register the AR System with the IBM NetView event stream. Integration Options with SunNet Manager describes how to start the AR System from SunNet Manager and how to register the AR System with the SunNet Manager event stream. The Action Request System Installation Guide is a guide to installing the AR System software for all operating environments. The Action Request System User s Guide is a how-to description of the operations performed by all users of the AR System. There are separate User s Guides for environments supporting the Motif, Macintosh, and Windows graphical user interfaces (GUIs) and for ASCII terminals. The Action Request System Administrator s Guide describes how the AR System Administrator can use the Admin Tool to set up the AR System and define its local operations. This manual is also a reference of advanced AR System concepts. There are separate Administrator's Guides for the UNIX and Windows environments. The Action Request System Programmer s Guide is a reference guide for programming with the application programming interfaces (APIs) that come with the AR System. The Action Request System Troubleshooting and Error Messages Guide provides information to help you identify and solve problems with the AR System. vii Action Request System Accessories January 1996

8 What Typographic Changes Mean The Help Desk Templates Guide for Users and Administrators describes the Helpdesk application that runs in conjunction with the AR System to help you manage your internal help desk organization. The template takes full advantage of the rich feature set of the AR System and implements workflow and reporting mechanisms to simplify the task of working in or managing a help desk. Refer to this guide for installation information for the Network Management Integration options. The Action Request System Workflow Demonstration and Guide to Sample Schemas leads you through an online demonstration showing the use of the AR System in a sample help desk environment and describes how you can use the sample schemas supplied with the AR System. The following table describes the typographic changes used in this book. Table P-1 Typographic Conventions Typeface or Symbol Meaning Example AaBbCc123 AaBbCc123 AaBbCc123 AaBbCc123 The names of commands, files, and directories; on-screen computer output What you type, contrasted with on-screen computer output Command-line placeholder: replace with a real name or value Book titles, new words or terms, or words to be emphasized Edit your.login file. Use ls -a to list all files. machine_name% You have mail. machine_name% su Password: To delete a file, type rm filename. Read Chapter 6 in User s Guide. These are called class options. You must be root to do this. Preface viii

9 Shell Prompts in Command Examples The following table shows the default system prompt and superuser prompt for the C shell, Bourne shell, and Korn shell. Table P-2 Shell Prompts Shell C shell prompt C shell superuser prompt Bourne shell and Korn shell prompt Bourne shell and Korn shell superuser prompt Prompt machine_name% machine_name# $ # ix Action Request System Accessories January 1996

10 Part 1 Integration Options with HP OpenView January 1996 Part Number: APP-210-DN9-P01

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12 Integration Options with HP OpenView Starting the AR System from HP OpenView This module discusses integration options for the AR System and HP OpenView. The topics covered include the following: Starting the AR System from HP OpenView. Registering with the HP OpenView Event Stream. You can run the AR System User Tool from the command line. In addition, you can specify a macro, including parameters, to be executed upon startup. (See the Action Request System User s Guide for information on how to create a macro and how to run a macro at startup.) The first integration option with HP OpenView allows you to initiate the AR System while you are working within OpenView. If a machine is pictured on your OpenView map, you can invoke the AR System User Tool using a macro that finds current or past problems with that machine. The User Tool is started using the menu bar integration concept of OpenView to accomplish this goal. Note HP OpenView 3.0 is supported on Sun systems running SunOS and Solaris 2.3 as well as on HP systems running HP-UX 9.0. Menu Bar Integration Within OpenView, you can integrate with the OpenView window, such as the one shown in Figure 1, by adding menus to the menu bar and/or menu items to new or existing menus. The items added can be associated with all symbol types or with any specific set of symbols you choose. The items added to a menu allow execution of an arbitrary UNIX command line (in this case, the User Tool running a macro). When the user chooses the menu item you have added, the process associated with that menu item executes. 1

13 Figure 1 Open View Window An Example Integration with the OpenView Windows Menu System This section provides an example of how you can use the OpenView Windows menu integration feature. It does not include a complete discussion of the various commands and options you can use. For detailed information about the options available when integrating with OpenView Windows, refer to the HP OpenView documentation. We suggest you specifically read about the OVwRegIntro(5) option in the HP OpenView Administrator s Reference Manual. 2 Integration Options with HP OpenView January 1996

14 By using the OpenView Windows menu integration feature in combination with the AR System command line options, you can define an HP OpenView command option that starts the User Tool with any command you desire. In addition, you can include a parameter that lists the currently selected node in the command line. You do this by defining the command line with the parameter {$OVwSelections} (for all machines selected) or {$OVwSelection1} (for the first selection within a set of selected machines) where you want the list specified. OpenView windows substitutes the list into the command line before executing it. This is especially useful for passing values to parameters in the User Tool command line. For example, if you have recorded a macro named OpenTickets to retrieve all open tickets for a given machine and have recorded that query with a parameter named machine, you could retrieve all the open tickets on machine frodo with the following UNIX command line: % aruser -i OpenTickets -p machine=frodo & If you want to define a OpenView Windows menu named AR System that contains a menu item named Request that contains two pull-right sub-menu items named Show Open Tickets and Submit, you can copy the sample.openview file (located in the <ar_install_dir>/bin directory) to the OpenView registration directory. (The default location is /usr/ov/registration/c.) The next time OpenView Windows is started, it will contain the new menu. Code Example 1 Open View Windows Menu // OpenView Windows Application integration for AR System. Application AR System Integration { Version 2.0 ; Description { Enables you to specify AR System macro operations, that will be performed for the selected machine. } Copyright { Starting the AR System from HP OpenView 3

15 Code Example 1 You can change the menu definitions at any time by simply updating the definition file and restarting the OpenView Windows program. Registering with the HP OpenView Event Stream Open View Windows Menu (Continued) // OpenView Windows Application integration for AR System. (c) Copyright Remedy Corporation. All Rights reserved. } MenuBar <50> Request _R { AR System f.menu AR System ; } Menu AR System { <100> Show Open Tickets... _O f.action Show Open ; <10> Submit... _S! /usr/ar/bin/aruser -s -I ; } Action Show Open { MinSelected 1; MaxSelected 1; Command /usr/ar/bin/aruser -q -iopentickets - pmachine=$ovwselections ; } } The second integration option between the AR System and OpenView is at the event stream. The AR System lets you track entries (ARs) as they move through various states. ARs submitted for network events that are reporting failures and exceptions on the network are good candidates for entries to be tracked and resolved. The AR System supplies a full set of APIs for interaction with the AR System server. OpenView provides a set of APIs to allow processes to register with the event stream being processed by OpenView and to receive copies of all events received. The AR System includes a daemon that uses both of these APIs (arovd), as shown in Figure 2. When an event is received, the daemon decodes 4 Integration Options with HP OpenView January 1996

16 the event, checks against a list of events you have specified, and, if it finds a match, creates a new entry in the AR System according to the translation specifications you have supplied. Event Translation Tool HP OpenView Trap SNMP Agent (arovui) Translations Get SNMP Trap Translate to AR ARCreateEntry Action Request System Create an AR AR System OV Daemon (arovd) Screen (Map) Log Figure 2 AR System/Open View Daemon The AR System/OpenView Daemon (arovd) The daemon process that provides the interface between the AR System and OpenView is named arovd. It is located at <ar_install_dir>/bin/arovd. In order for any events to be translated into entries within the AR system, the arovd process must be running. You must start this process after you start the OpenView daemon process, since it must register with OpenView to receive events. If you will be running in an environment where this daemon should always or often be run, it is a good idea to put together a small script that starts OpenView and then the daemon. You can then start the correct environment simply by executing the script. An example script follows: #! /bin/csh ovstart& <ar_install_dir>/bin/arovd & Registering with the HP OpenView Event Stream 5

17 When run, arovd registers with the OpenView event stream and requests that copies of all events received be forwarded to it. It then waits on the callback procedure specified in the registration for any events forwarded. When it receives an event it decodes the event and checks to see if the event is one in which you have registered interest. The configuration file that contains the translations you have specified is then opened for processing (see the discussion of the arovui process that follows). Since the configuration file is opened when an event arrives, any changes you made to the translations of matching events are current. The configuration file is read sequentially to find any definition that matches the received event. Note Because the configuration file is processed sequentially, the first match is processed regardless of whether there are later (and possibly more complete) matches in the file. You choose the order in which the events are registered in the configuration file. If no match is found in the configuration file, the event is ignored and no further action is taken. However, if a match is found, the event is translated to the AR System using the translations you specified when you registered interest in the event (again, see the discussion of the arovui process). The arovd daemon allows you to configure which events in your network are of interest (for example, an SNMP Cold-start trap from all routers in the network) and how the events are to be translated into the AR System (for example, into the AR-HD Calls schema). The submitter of the new entry is HP Openview so you have a record of (and can filter on) where the entry came from. When the AR System entry is made, all the filters defined for the schema are processed just as if you had manually entered the new AR into the system. Active links, however, are ignored and no active link actions occur. It is important to note that all entries created by the arovd daemon will be submitted by a user named HP Openview. This is important in the access control scheme of the AR System. In short, either all fields that will be loaded by the daemon must be Open at submit time or you must register a user named HP Openview with appropriate permissions to allow write access to the fields it will be loading. 6 Integration Options with HP OpenView January 1996

18 If you specify a password for the HP Openview user you create, you must supply that password to the arovd process using the -p command line option. For example, to start arovd in an environment where there is an HP Openview user with a password of OVPass, you would issue the following command: % <ar_install_dir>/bin/arovd -p OVPass & The AR System/OpenView Registration Tool (arovui) The AR System/OpenView Registration Tool provides an interface to allow you to register translations for SNMP traps you want mapped into entries in the AR System. You need to know which SNMP traps you are interested in before using this tool. You can add new or delete existing entries at any time by running this tool. Any changes take effect immediately when saved. Logged in as root (or the user you installed the AR System software as, if you performed a non-root installation), you run the tool using the following command: # <ar_install_dir>/bin/arovui & Note If you are not logged in as root, you can still run the arovui tool, but you cannot save your work unless you have write access to the <ar_install_dir>/db directory. Typically, you must be root to write to the <ar_install_dir>/db directory. The Action Request System HP OpenView SNMP Trap Mapper window appears, as shown in Figure 3. Registering with the HP OpenView Event Stream 7

19 Figure 3 AR System - HP Open View SNMP Trapper Window At startup, the process registers as user HP Openview. This is done so that any translations that are defined are legal when the arovd daemon specifies them. Like the arovd daemon, if there is a password for the HP Openview user, you must specify the password using the -p command line option at startup. If you do not supply a required password, you will not be able to create new translations. For example, to start arovui with user HP Openview having a password of OVPass, enter the following command: #<ar_install_dir>/bin/arovui -p OVPass & File Menu The Action Request System HP OpenView SNMP Trap Mapper window File menu provides the following options: 8 Integration Options with HP OpenView January 1996

20 Save - Saves the changes you have defined to the file <ar_install_dir>/db/ov.ar. You can also enter Ctrl+S. Exit - Exits the tool. You can also enter Alt+F4. Help Menu The Help menu provides the following options: On Substitution Parameters - Brings up the Substitution Parameters window (shown in Figure 4) displaying the parameters available for translating information. You can also enter Ctrl+P. On Version - Supplies information about the tool, such as the version number and on which client machine the tool is running. You can also enter Ctrl+V. Substitution Parameters You can bring up a display of the parameters you can specify to translate information into the various fields of a new entry by selecting Substitution Parameters from the Help menu. The Substitution Parameters window appears, as shown in Figure 4. Figure 4 Substitution Parameters Window Registering with the HP OpenView Event Stream 9

21 You can use any of the available parameters in any mapping. For VarBindList variables, if the specified variable does not exist, a null value is used for the translation. Table 1 describes all the parameters you can specify to translate information into the various fields of a new entry: Note The variable bindings list (VarBindList) is a list of variables that are defined to hold specific information about SNMP traps. The VarBindList variables in Table 1 begin with the characters $VBL. Table 1 Substitution Parameters Parameter $M$ $t$ $E$ $G$ $S$ $T$ $VBL<n>$ $VBL<id>$ Value Network address of the agent (machine) reporting the trap. The time that the SNMP trap occurred. This is not absolute time. It is 1/100 seconds since the agent was reset. The agent s System Object ID. The generic trap code. The enterprise specific trap code. The expanded name of the trap. If the expanded name is not defined, the default is the trap code. Value of the VarBindList variable at location <n> (where n is the index to the VarBindList). Zero (0) is the index to the first variable. Value of the VarBindList variable with an object identifier equal to <id>. Modifying Registrations The listbox at the top of the Action Request System HP OpenView SNMP Trap Mapper window (shown in Figure 3 on page 8) contains an ordered list of all of the events already registered. It displays the type of the event (currently only SNMP trap) along with any specified conditions. 10 Integration Options with HP OpenView January 1996

22 The order of items in the listbox is important as they are processed serially. The first match in the file is chosen regardless of whether or not it is the best match. This is especially important to remember if wild cards are used in the conditions. You can specify the following options: Insert - Inserts a new item in the listbox built from the information on the lower half of the screen. You can choose from the selection menu next to the Insert button to specify whether the item should appear at the top of the list, at the bottom, or before or after the currently selected item. Modify - Modifies the selected item to the new information in the lower half of the window. Delete - Deletes the currently selected item from the list. Matching an SNMP Trap Matching an SNMP trap involves checking the enterprise ID of the object that generated the trap and the type of trap generated. You specify the match parameters by entering values in the middle of the Action Request System HP OpenView SNMP Trap Mapper window, as shown in Figure 5. Figure 5 Matching an SNMP Trap Enterprise object id - The enterprise registration ID of the agent you are interested in. If you want to match a class of traps, you can use an asterisk (*) at the end of the ID to specify any trap matching the registration ID to this point. Note that the order of registration in the listbox is important when using an asterisk (*) to ensure any specific matches (such as ) occur before any wild card matches (such as *) or the specific match will always be superceded by the wild card match. Registering with the HP OpenView Event Stream 11

23 Generic trap - The string identifying the trap type. This string is one of the values included on the menu associated with this field. Select an item from the menu to enter it in the field. If you want to match all types of traps, select All from the menu (or simply leave the field blank). An asterisk (*) is the wild card character. Specific trap - If the value you enter in the Generic trap field is Enterprise, you must enter the enterprise code number for the trap in this field. An asterisk (*) is the wild card character. (If you enter any value other than Enterprise in the Generic trap field, this field is grayed.) Trap expanded name - If you have not specified a mapping, or you want to remap the trap type string to something more readable or meaningful, enter the string you want used for any trap type ($T$) substitutions in this field. This field is especially useful for mapping enterprise-specific traps to a friendlier name. Translating an Event into an AR System Entry You specify the translation to the AR System using the final fields on the Action Request System HP OpenView SNMP Trap Mapper window, as shown in Figure 6. Figure 6 Translating an Event to an AR System Entry Schema - The name of the schema to translate into. The menu contains a list of all the accessible schemas. You simply select the menu button to the right of the field then select from the list to enter a schema name in the field. Set Fields - The set fields button brings up a window containing all the fields for the specified schema that the HP Openview user can set at submit time. An example of the Set Fields window is shown in Figure Integration Options with HP OpenView January 1996

24 Figure 7 Set Fields Window for OpenView Event Translation All the fields set automatically by the AR System and all fields loaded automatically by arovd are read only. You can specify any text (including parameters) for the other fields. If no value is specified for any of the fields, no value is supplied when the entry is created. By default, the Short-Description field (field ID=8) is set to the following: SNMP trap. SNMP Trap $M$: $E$: $T$ This provides a consistent style and format for traps/events mapped from the OpenView event stream. You can change the value for this field to any value desired. Your value will override the default. Be aware of the following issues: You will not be able to open any Text Edit or Diary Entry windows from the Set Fields window. You cannot use AR System keywords in the mapping. Registering with the HP OpenView Event Stream 13

25 Query-style menus that reference values on the current screen will produce an error message regarding inconsistent data types, and will not work in the Set Fields window. 14 Integration Options with HP OpenView January 1996

26 Part 2 Integration Options with IBM NetView/6000 January 1996 Part Number: APP-210-DN9-N01

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28 Integration Options with IBM NetView/6000 This module discusses integration options for the AR System and IBM NetView/6000. The topics covered include the following: Starting the AR System from IBM NetView/6000. Registering with the IBM NetView/6000 Event Stream. Starting the AR System from IBM NetView/6000 You can run the AR System User Tool from the command line. In addition, you can specify a macro, including parameters, to be executed upon startup. (See the Action Request System User s Guide for information on how to create a macro and how to run a macro at startup.) The first integration option with IBM NetView allows you to initiate the AR System while you are working within NetView. If a machine is pictured on your NetView map, you can invoke the AR System User Tool using a macro that finds current or past problems with that machine. The User Tool is started using the menu bar integration concept of NetView to accomplish this goal. Menu Bar Integration Within NetView, you can integrate with the NetView window, such as the one shown in Figure 8, by adding menus to the menu bar and/or menu items to new or existing menus. The items added can be associated with all symbol types or with any specific set of symbols you choose. The items added to a menu allow execution of an arbitrary UNIX command line (in this case, the User Tool running a macro). When the user chooses the menu item you have added, the process associated with that menu item executes. 17

29 Figure 8 NetView Window An Example Integration with the NetView Windows Menu System This section provides an example of how you can use the NetView Windows menu integration feature. It does not include a complete discussion of the various commands and options you can use. For detailed information about the options available when integrating with NetView Windows, refer to the IBM NetView documentation. We suggest you specifically read about the NVwRegIntro(5) option in the IBM NetView Administrator s Reference Manual. By using the NetView Windows menu integration feature in combination with the AR System command line options, you can define an IBM NetView command option that starts the User Tool with any command you desire. In addition, you can include a parameter that lists the currently selected node in the command line. You do this by defining the command line with the parameter {$NVwSelections} (for all machines selected) or {$NVwSelection1} (for the first selection within a set of selected machines) where you want the list 18 Integration Options with IBM NetView/6000 January 1996

30 specified. NetView Windows substitutes the list into the command line before executing it. This is especially useful for passing values to parameters in the User Tool command line. For example, if you have recorded a macro named OpenTickets to retrieve all open tickets for a given machine and have recorded that query with a parameter named machine, you could retrieve all the open tickets on machine frodo with the following UNIX command line: % aruser -i OpenTickets -p machine=frodo & If you want to define a NetView Windows menu named AR System that contains a menu item named Request that contains two pull-right sub-menu items named Show Open Tickets and Submit, you can modify the sample.openview file (located in the <ar_install_dir>/bin directory). Then you can copy the modified file to the NetView registration directory. (The default location is /usr/nv/registration/c.) The next time NetView Windows is started, it will contain the new menu. Code Example 2 NetView Windows Menu // NetView Windows Application integration for AR System. Application AR System Integration { Version 2.0 ; Description { Enables you to specify AR System macro operations, that will be performed for the selected machine. } Copyright { (c) Copyright Remedy Corporation. All Rights reserved. } MenuBar <50> Request _R { AR System f.menu AR System ; } Menu AR System { Starting the AR System from IBM NetView/

31 Code Example 2 NetView Windows Menu (Continued) // NetView Windows Application integration for AR System. <100> Show Open Tickets... _O f.action Show Open ; <10> Submit... _S! /usr/ar/bin/aruser -s -I ; } Action Show Open { MinSelected 1; MaxSelected 1; Command /usr/ar/bin/aruser -q -iopentickets - pmachine=$nvwselections ; } } You can change the menu definitions at any time by simply updating the definition file and restarting the NetView Windows program. Registering with the IBM NetView/6000 Event Stream The second integration option between the AR System and NetView is at the event stream. The AR System lets you track entries (ARs) as they move through various states. ARs submitted for network events that are reporting failures and exceptions on the network are good candidates for entries to be tracked and resolved. The AR System supplies a full set of APIs for interaction with the AR System server. NetView provides a set of APIs to allow processes to register with the event stream being processed by NetView and to receive copies of all events received. The AR System includes a daemon that uses both of these APIs (arnvd), as shown in Figure 9. When an event is received, the daemon decodes the event, checks against a list of events you have specified, and, if it finds a match, creates a new entry in the AR System according to the translation specifications you have supplied. 20 Integration Options with IBM NetView/6000 January 1996

32 Event Translation Tool IBM NetView Trap SNMP Agent (arnvui) Translations Get SNMP Trap Translate to AR ARCreateEntry Action Request System Create an AR AR System NV Daemon (arnvd) Screen (Map) Log Figure 9 AR System/NetView Daemon The AR System/NetView Daemon (arnvd) The daemon process that provides the interface between the AR System and NetView is named arnvd. It is located at <ar_install_dir>/bin/arnvd. In order for any events to be translated into entries within the AR System, the arnvd process must be running. You must start this process after you start the NetView daemon process, since it must register with NetView to receive events. If you will be running in an environment where this daemon should always or often be run, it is a good idea to put together a small script that starts NetView and then the daemon. You can then start the correct environment simply by executing the script. An example script follows: #! /bin/csh nvstart& <ar_install_dir>/bin/arnvd & Registering with the IBM NetView/6000 Event Stream 21

33 When run, arnvd registers with the NetView event stream and requests that copies of all events received be forwarded to it. It then waits on the callback procedure specified in the registration for any events forwarded. When it receives an event it decodes the event and checks to see if the event is one in which you have registered interest. The configuration file that holds the translations you have specified is then opened for processing (see the discussion of the arnvui process that follows). Since the configuration file is opened when an event arrives, any changes you made to the translations of matching events are current. The configuration file is read sequentially to find any definition that matches the received event. Note Because the configuration file is processed sequentially, the first match is processed regardless of whether there are later (and possibly more complete) matches in the file. You choose the order in which the events are registered in the configuration file. If no match is found in the configuration file, the event is ignored and no further action is taken. However, if a match is found, the event is translated to the AR System using the translations you specified when you registered interest in the event (again, see the discussion of the arnvui process). The arnvd daemon allows you to configure which events in your network are of interest (for example, an SNMP Cold-start trap from all routers in the network) and how the events are to be translated into the AR System (for example, into the AR-HD Calls schema). The submitter of the new entry is IBM Netview so you have a record of (and can filter on) where the entry came from. When the AR System entry is made, all the filters defined for the schema are processed just as if you had manually entered the new AR into the system. Active links, however, are ignored and no active link actions occur. It is important to note that all entries created by the arnvd daemon will be submitted by a user named IBM Netview. This is important in the access control scheme of the AR System. In short, either all fields that will be loaded by the daemon must be Open at submit time or you must register a user named IBM Netview with appropriate permissions to allow write access to the fields it will be loading. 22 Integration Options with IBM NetView/6000 January 1996

34 If you specify a password for the IBM Netview user you create, you must supply that password to the arnvd process using the -p command line option. For example, to start arnvd in an environment where there is a IBM Netview user with a password of NVPass, you would issue the following command: % <ar_install_dir>/bin/arnvd -p NVPass & The AR System/NetView Registration Tool (arnvui) The AR System/NetView Registration Tool provides an interface to allow you to register translations for SNMP traps you want mapped into entries in the AR System. You need to know which SNMP traps you are interested in before using this tool. You can add new or delete existing entries at any time by running this tool. Any changes take effect immediately when saved. Logged in as root (or the user you installed the AR System software as, if you performed a non-root installation), you run the tool using the following command: # <ar_install_dir>/bin/arnvui & Note If you are not logged in as root, you can still run the arnvui tool, but you cannot save your work unless you have write access to the <ar_install_dir>/db directory. Typically, you must be root to write to the <ar_install_dir>/db directory. The Action Request System IBM NetView SNMP Trap Mapper window appears, as shown in Figure 10. Registering with the IBM NetView/6000 Event Stream 23

35 IBM NetView (narnia) Figure 10 AR System - IBM NetView SNMP Trap Mapper Window At startup, the process registers as user IBM Netview. This is done so that any translations that are defined are legal when the arnvd daemon specifies them. Like the arnvd daemon, if there is a password for the IBM Netview user, you must specify the password using the -p command line option at startup. If you do not supply a required password, you will not be able to create new translations. For example, to start arnvui with user IBM Netview having a password of NVPass, enter the following command: #<ar_install_dir>/bin/arnvui -p NVPass & File Menu The Action Request System IMB NetView SNMP Trap Mapper window File menu provides the following options: Save - Saves the changes you have defined to the file <ar_install_dir>/db/ov.ar. You can also enter Ctrl+S. 24 Integration Options with IBM NetView/6000 January 1996

36 Exit - Exits the tool. You can also enter Alt+F4. Help Menu The Help menu provides the following options: On Substitution Parameters - Brings up the Substitution Parameters window (shown in Figure 11) displaying the parameters available for translating information. You can also enter Ctrl+P. On Version - Supplies information about the tool, such as the version number and on which client machine the tool is running. You can also enter Ctrl+V. Substitution Parameters You can bring up a display of the parameters you can specify to translate information into the various fields of a new entry by selecting Substitution Parameters from the Help menu. The Substitution Parameters window appears, as shown in Figure 11. Figure 11 Substitution Parameters Window You can use any of the available parameters in any mapping. For VarBindList variables, if the specified variable does not exist, a null value is used for the translation. Registering with the IBM NetView/6000 Event Stream 25

37 Table 2 describes all the parameters you can specify to translate information into the various fields of a new entry: Note The variable bindings list (VarBindList) is a list of variables that are defined to hold specific information about SNMP traps. The VarBindList variables in Table 2 begin with the characters $VBL. Table 2 Substitution Parameters Parameter $M$ $t$ $E$ $G$ $S$ $T$ $VBL<n>$ $VBL<id>$ Value Network address of the agent (machine) reporting the trap. The time that the SNMP trap occurred. This is not absolute time. It is 1/100 seconds since the agent was reset. The agent s System Object ID. The generic trap code. The enterprise specific trap code. The expanded name of the trap. If the expanded name is not defined, the default is the trap code. Value of the VarBindList variable at location <n> (where n is the index to the VarBindList). Zero (0) is the index to the first variable. Value of the VarBindList variable with an object identifier equal to <id>. Modifying Registrations The listbox at the top of the Action Request System IBM NetView SNMP Trap Mapper window (Figure 10 on page 24) contains an ordered list of all of the events already registered. It displays the type of the event (currently only SNMP trap) along with any specified conditions. The order of items in the listbox is important as they are processed serially. The first match in the file is chosen regardless of whether or not it is the best match. This is especially important to remember if wild cards are used in the conditions. 26 Integration Options with IBM NetView/6000 January 1996

38 You can specify the following options: Insert - Inserts a new item in the listbox built from the information on the lower half of the screen. You can choose from the selection menu next to the Insert button to specify whether the item should appear at the top of the list, at the bottom, or before or after the currently selected item. Modify - Modifies the selected item to the new information in the lower half of the window. Delete - Deletes the currently selected item from the list. Matching an SNMP Trap Matching an SNMP trap involves checking the enterprise ID of the object that generated the trap and the type of trap generated. You specify the match parameters by entering values in the middle of the Action Request System IBM NetView SNMP Trap Mapper window, as shown in Figure 12. Figure 12 Matching an SNMP Trap Enterprise object id - The enterprise registration ID of the agent you are interested in. If you want to match a class of traps, you can use an asterisk (*) at the end of the ID to specify any trap matching the registration ID to this point. Note that the order of registration in the listbox is important when using an asterisk (*) to ensure any specific matches (such as ) occur before any wild card matches (such as *) or the specific match will always be superceded by the wild card match. Generic trap - The string identifying the trap type. This string is one of the values included on the menu associated with this field. Select an item from the menu to enter it in the field. If you want to match all types of traps, select All from the menu (or simply leave the field blank). An asterisk (*) is the wild card character. Registering with the IBM NetView/6000 Event Stream 27

39 Specific trap - If the value you enter in the Generic trap field is Enterprise, you must enter the enterprise code number for the trap in this field. An asterisk (*) is the wild card character. (If you enter any value other than Enterprise in the Generic trap field, this field is grayed.) Trap expanded name - If you have not specified a mapping, or you want to remap the trap type string to something more readable or meaningful, enter the string you want used for any trap type ($T$) substitutions in this field. This field is especially useful for mapping enterprise-specific traps to a friendlier name. Translating an Event into an AR System Entry You specify the translation to the AR System using the final fields on the Action Request System IBM NetView SNMP Trap Mapper window, as shown in Figure 13. Figure 13 Translating an Event to an AR System Entry Schema - The name of the schema to translate into. The menu contains a list of all the accessible schemas. You simply select the menu button to the right of the field then select from the list to enter a schema name in the field. Set Fields - The set fields button brings up a window containing all the fields for the specified schema that the IBM Netview user can set at submit time. An example of the Set Fields window is shown in Figure Integration Options with IBM NetView/6000 January 1996

40 narnia Figure 14 Set Fields Window for NetView Event Translation All the fields set automatically by the AR System and all fields loaded automatically by arnvd are read only. You can specify any text (including parameters) for the other fields. If no value is specified for any of the fields, no value is supplied when the entry is created. By default, the Short-Description field (field ID=8) is set to the following: SNMP trap. SNMP Trap $M$: $E$: $T$ This provides a consistent style and format for traps/events mapped from the NetView event stream. You can change the value for this field to any value desired. Your value will override the default. Be aware of the following issues: You will not be able to open any Text Edit or Diary Entry windows from the Set Fields window. You cannot use AR System keywords in the mapping. Registering with the IBM NetView/6000 Event Stream 29

41 Query-style menus that reference values on the current screen will produce an error message regarding inconsistent data types, and will not work in the Set Fields window. 30 Integration Options with IBM NetView/6000 January 1996

42 Part 3 Integration Options with SunNet Manager January 1996 Part Number: APP-210-DN9-S01

43

44 Integration Options with SunNet Manager Starting the AR System from SunNet Manager This module discusses integration options for the AR System and SunNet Manager. The topics covered include the following: Starting the AR System from SunNet Manager. Registering with the SunNet Manager Event Stream. You can run the AR System User Tool from the command line. In addition, you can specify a macro, including parameters, to be executed upon startup. (See the Action Request System User s Guide for information on how to create a macro and how to run a macro at startup.) The first integration option with SunNet Manager (SNM) allows you to initiate the AR System while you are working within SNM. If a machine is pictured on your SNM map, you can invoke the AR System User Tool using a macro that finds current or past problems with that machine. The User Tool is started using the menu bar integration concept of SNM to accomplish this goal. Using User Commands Within SNM, there is a concept of User Commands connected with the Tools menu. In the SNM map, when you choose the Menu button on any glyph, a menu is displayed. In addition to other items, there is an item labeled Tools, as shown in Figure 15. These commands are simply UNIX command lines with menu tags that are attached to one or more classes of glyphs. The menu under Tools displays all of the currently configured User Commands in the system. Refer to the discussion of User Commands in the SunNet Manager documentation for a complete discussion. 33

45 Figure 15 SunNet Manager User Commands Display Using this feature in combination with the AR System command line options, you can define a command option to start the User Tool with any command you desire. In addition, the User Command system of SNM allows you to include any of the properties of the selected glyph into the command line. You do this by defining the command line with the name of the property preceded by a percent sign (%). SNM will substitute the value of the property into the command line before execution. This ability is especially useful for loading values for parameters in the User Tool command line. For example, if you have recorded a macro named OpenTickets to retrieve all open tickets for a given machine and recorded that query with a parameter named machine, you could retrieve all the open tickets on machine frodo by entering the following command from the UNIX command line: % aruser -i OpenTickets -p machine=frodo & 34 Integration Options with SunNet Manager January 1996